Change Management Lead

Skills

Change Management, Stakeholder Management, aviation, hospitality, crew operations, or travel domain preferred.

Certifications

PROSCI / Change Management certification

Role Purpose

Lead the change management workstream for the Hotels 2030 programme, ensuring successful communication, training, stakeholder engagement, and adoption of the crew application across business users and operational teams.

Key Responsibilities

• Define and execute the end-to-end change management strategy for the Hotels 2030 programme
• Conduct change impact assessments across business functions and user groups
• Develop stakeholder engagement and business readiness plans
• Identify change risks and mitigation actions

Communications

• Create and manage communication plans aligned to programme milestones
• Develop executive, operational, and end-user messaging
• Coordinate newsletters, townhalls, FAQs, leadership updates, and awareness campaigns
• Ensure consistent communication across markets and teams

Training & Enablement

• Define training strategy and learning approach
• Develop training materials, user guides, quick reference guides, and e-learning content
• Coordinate training delivery sessions and train-the-trainer activities
• Track training completion and effectiveness

Adoption & Business Readiness

• Drive user adoption and engagement activities
• Establish adoption KPIs and reporting dashboards
• Conduct readiness assessments prior to go-live
• Support hypercare activities and user feedback management post-launch

Stakeholder Management

• Engage with programme leadership, operations teams, HR, IT, and business stakeholders
• Act as the primary change management contact for the programme
• Facilitate workshops and alignment sessions

Required Experience

• 8+ years of experience in Change Management / Transformation programmes
• Experience in digital transformation and enterprise application rollouts
• Strong communication and stakeholder management skills
• Experience managing training and adoption at scale
• Familiarity with Agile delivery environments
• Experience in aviation, hospitality, crew operations, or travel domain preferred

Preferred Skills

• PROSCI / Change Management certification
• Experience with collaboration tools such as JIRA, Confluence, Miro, SharePoint
• Data-driven adoption and engagement reporting
• Strong presentation and workshop facilitation skills
• Change strategy and roadmap
• Communication calendar and assets
• Training plan and training materials
• Adoption dashboards and readiness reports

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